NSW Trustee and Guardian will be surveying customers about our services from September through to December 2024. The surveys will help us improve how we listen, learn and act on customer feedback in the future.
Some NSW Trustee and Guardian customers will be sent the survey after a specific interaction with either the Public Guardian, Financial Management or Estate Administration teams.
This is an opportunity for customers and their support people to share their thoughts on what is going well and what could be improved.
Please know:
- participating in the survey is optional and you can choose not to answer questions
- all survey responses are anonymous unless you wish to leave contact details so that we could discuss your feedback with you
- participating in the survey will not change how NSW Trustee and Guardian treats you.
How customers will be contacted
The NSW Trustee and Guardian Customer Voice Team will be contacting some customers with an invitation to participate in the survey by email, post or phone. The survey questions can be completed online or on a printed survey, and an Easy Read version will be available for Public Guardian and Financial Management customers.
The surveys will be offered to customers after a recent service interaction:
- people with a NSW Public Guardian will be asked about a recent accommodation decision
- people with a NSW Trustee and Guardian Financial Manager will be asked about their recent budget review
- beneficiaries of an estate being administered by NSW Trustee and Guardian will be asked about their experience so far, after Probate has been obtained.
As the surveys are asking about a recent moment, we won’t be contacting all customers this time.
